Reservation Agent

The Reservation Agent has the main responsibility to ensure that all systems and procedures run smoothly and efficiently at all times.

JOB SUMMARY

The Reservation Agent has the main responsibility to ensure that all systems and procedures run smoothly and efficiently at all times.

DUTIES AND RESPONSIBILITIES

Responsibilities and duties for this position shall include, but not be limited to, the following areas and activities. The holder of this position may, at any time, be called to perform any other cognate duties at the request of management.

• To answer telephone calls & give information + availability.
• To deal with direct bookings as well as Travel Agents bookings.
• To trace pending files.
• To check Rooming List sent by Ground Handling Agents.
• To input all confirmed bookings in the ‘Materialised Bookings’ Chart.
• To revise all bookings for the coming month on Saturdays.
• To follow up pro-forma invoices for bookings for the coming month.
• To follow up group bookings as well as Prime Season
• To ensure all customers’ requests are handled quickly and efficiently.
• To activate quick response to guest problem, and then follow up to ensure the guest is satisfied with the end result.
• To control and monitor out of order room status to ensure a maximum rooms revenue.
• To develop systems when necessary to ensure a smooth process of paper work or communication between other hotel departments.
• To upsell wherever possible to ensure a maximum room rate is achieved
• To perform any other duties as may be assigned by the Management
• Have a good knowledge of the local area and where to find relevant information.
• To know the operating hours of each outlets within the hotel.
• To communicate with all guest and employees in a professional and courteous manner at all time.
• Adhere to all company policies and procedures.
• Promote the upselling of hotel products and services.
• Respect the shift system and report on duty as per the Roster done by the superiors.
• Covering other Front Office department positions when required.
• Respond to guest complaints in a professional manner at all times and record all relevant information.
• Ensure the back offices are being kept clean and tidy at all times.
• Maintain a high standard of personal hygiene, cleanliness and appearance at all times.
• Always use the correct standard to answer the telephone.
• Promote the hotel facilities efficiently.
• Ensure all special requests on the arrival list are being action and followed up.
• Adhere to the grooming policy, code of conduct and any other policy related to the department and the hotel.
• Adhere to Occupational Safety and Health Act, local health and safety codes, and company safety and security policy 
• Promote energy efficiency and environment friendly actions
• Participate in trainings as and when requested by Management.

CANDIDATE PROFILE

• SC holder or equivalent
• A minimum of 2 years’ experience in the hospitality industry
• Good communication skills
• Tact and diplomacy for dealing with demanding customers
• Team Player
• Having a flexible approach to work